Measuring Customer Service

Following our last blog on customer service being the core of our business at AC Services; we’ve quite rightly been asked how we measure success. Sometimes this is put more crudely as “prove it”! Our year-round measure is customer feedback. Our once-a-year measure is the Service Partner awards with our fellow Rational Service Partners across the UK.

AC Services Wins UK Rational Service Partner 2023

ACS has always done well in the annual awards to be the best Service Partner amongst all 40 UK Rational Service providers. In Rational Ovens’ 50th year we’re delighted to report that we came first. Time for a dual celebration for both achievements!

Rational is a German company. It uses a rigorous audit system to determine who should be crowned as the best each year. This includes the number of post-service questionnaires returned and the comments and scores they provide. They supplement this with how we perform in dealing with warranty calls, availability of van stock, recalls, first time fix rates, and attendance within 24 hours. Obviously also taken into account are any customer complaints of whatever nature.

The results were announced on 13 July at the end of the annual Rational Service Partner meeting. Helen said “It was great to win and be 1st place in the Rational Service Partner of the year. This recognises that putting customer service at the core of our business pays off. It also demonstrates Rational’s commitment to high standards of support for those in catering businesses”.

Customer Feedback

If you look around the various review sites, you’ll see happy customers commenting in the service provided by ACS. We were delighted to see this one recently:

“Outstanding service. We needed a new Rational Oven converted from natural gas to LPG. We contacted them on Monday. Had a site survey carried out on Tuesday; and the conversion and commissioning on Wednesday. Helen and Denise in the office were very understanding. While engineer John told us what need to be done prior to commissioning…..The manager and chefs are over the moon” Druid Arms, Stanton Drew

Sometimes the feedback comes direct to us:

“All paid. We can’t thank you enough for coming out so quickly, it was a nightmare not having an oven. We’ve had such amazing service from you all. Thank you”  read a recent email.

All this positive feedback gives ACS encouragement to continue to offer the highest possible customer service to all its clients. You’d expect nothing less from the Rational Service Partner of the Year 2023!

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